Toast Reseller Partner Transition FAQs

With Toast’s growth and the quickly evolving nature of restaurant technology, we have made it a priority to have direct relationships with customers like you in markets formerly served by our partners. This transition will occur in phases, outlined below.  We will update this webpage and send emails as additional details are confirmed. We want to ensure these changes are seamless for your business, so we appreciate your patience.

Who will be my point of contact?  Starting 5/1/21, Toast will now be your main point of contact for all POS software support and services! Our team of Toasters is available 24/7 to help with any questions or concerns.

When will I get my final bill from the Reseller Partner?  If you are on a monthly subscription plan, your final bill from our Reseller Partner will cover Toast POS software service through - 4/30/21.

Will there be a disruption in my POS service?  No interruptions ─ everything will run as usual! 

What if I need to replace equipment that is under warranty? Please reach out to Toast Customer Care Team at (617) 682-0225 to process a replacement. Toast has also authorized your Reseller Partner to process replacements.

What if I have a networking issue? Your Reseller Partner manages your network equipment. If you have any issues or questions regarding your network equipment, you will need to contact your Reseller Partner customer support. If you would like to upgrade to a Toast-managed network, our Customer Care team is able to provide pricing and information at (617) 682-0225.

What if I would like to purchase an extra printer, terminal, etc.?  Toast will fulfill any new hardware or software requests. Please reach out to Toast Customer Care Team at (617) 682-0225.

Is there anything I need to do at this time?  No, everything is in place for Toast to take over billing and support of your account on 5/1/2021. 

Who do I contact about another restaurant to sign with Toast?  Please contact Toast Sales directly at (857) 301-6002.

Can I expect any changes in how I am billed?  Yes. Toast will begin billing you directly via ACH for your software subscription as of 5/1/21. There will be no change to your current Toast contract length or subscription cost, we are simply transferring the billing from our Reseller Partner to Toast. 

• If you are on an annual payment schedule for Toast software, your first direct bill from Toast will be generated on your renewal date. 
• If you are on a monthly payment schedule, starting with the 5/1/21 billing cycle, your first bill from Toast will be for a partial month ─ this will be prorated to the day of the month coinciding with the original date you went ‘live’ on Toast POS (the first customer payment transaction). From that date, you will be billed monthly for the next month of service. 
  • For example, if you went live on Toast on 6/18/20, your first bill will be prorated for services from - 5/1/21- 5/17/21. You will then be billed monthly on the 18th for a full month moving forward.
• Please note that your final software invoice from your Reseller Partner may be prorated to account for your 5/1 transition billing cycle.

How will my software payments be processed by Toast?  Toast will make an ACH withdrawal from your bank account on file, which is listed under Financial Setup on your Toast Web account. This is currently the only form of payment that Toast accepts for software billing.

What if I haven’t installed Toast yet? Our Reseller Partner will continue to coordinate your implementation and provide support for the first 30 days you are live on Toast POS.

After Toast is installed, when will I get my first software bill?  Your software billing term will start from the date of your first customer payment transaction on Toast POS. You will receive a bill at that time for the software that will be used for the upcoming month.  

• For example, if you go live on Toast on 5/10, your first bill will be on 5/10 for service from 5/10 - 6/9 and then monthly on the 10th of every month. Your 5/10 bill would be for service from 5/10 - 6/9, and so on. 

Where can I get answers when I have questions about how to do something on Toast?  In the Toast Central search bar, type in what you want to do and you’ll find a list of instructions, articles, and/or videos. You can also search the Knowledge Base for common topics. For troubleshooting and technical support, Customer Services can be reached at 617-682-0225.

What if I would like additional onsite or remote implementation time for training, menu work, etc.?  Starting 5/1, extra hours of implementation with a dedicated Toast Engineer (either onsite or remote) can be purchased under our Services and Fees guidelines by putting in a request through Toast Support. Once the request is received, you will be contacted by our Services Team to determine the scope of work and schedule an appointment.

What are the benefits of working directly with Toast?  At the final stage of this transition, you’ll have direct access to our Toast experts ─ the ones who built our products and continue to enhance them every month. We receive insightful feature requests from customers like you all the time, so we’re constantly adapting our software and hardware to meet the needs of growing restaurants. Our Toasters are knowledgeable about our latest upgrades, and it’s our mission to help you navigate the platform and features to maximize your restaurant’s performance. In addition to Toast’s 24/7 Support phone line, you’ll gain access to Toast University training, online Support ticket submission and tracking, and Toast Web Chat for real-time one-on-one support. 

Thank you for your continued partnership and choosing Toast!